After Call Summary

Associate Assist automatically generates a call summary after the caller or agent ends the call, displaying it for agents to review all aspects of their last call. However, no summary is generated if there’s insufficient call information, such as a poor telephone connection preventing the agent from hearing the caller, leading to a hang-up.

Using the Call Summary

The Call Summary in Associate Assist provides a detailed post-call overview. It includes key elements to help you review the entire call dialogue and outcomes.

• Keywords – Shows key terms the AI engine identified in your conversation.
• Sentiment – Categorizes the call as Positive, Neutral, or Negative. In the Call Summary, the overall conversation sentiment is displayed.
• Customer Inquiry Resolved – Indicates if the initial question was resolved (Yes or No) to support first call resolution goals.
• Copy to Clipboard – Allows you to copy the summary for pasting into call notes or a CRM during wrap-up.
• Transcript Summary – Highlights key transcript excerpts within the overall Call Summary.
• Action Items – Lists AI-captured follow-up tasks from the discussion, such as a call or text at a later date.
• Resolution Notes – Shows AI-captured details on how the customer’s inquiry was addressed.
• Transfer Notes – Shows AI-detected reasons and details for transferring the call.